Struggling with Data and Phone reception on my new phone

Hey there ​@rebecca.jenkin, we’re very sorry to hear that. If you’ve had coverage issues since day one, then you’d have had a returns period to return the device/SIM. Did you contact us immediately to state you had issues? Of course, we’re happy to investigate further now for you.

What’s the full postcode(s) you’re having coverage issues in mostly, and what phone do you have?

We don’t have a customer service phone-line, however, we are contactable here via Community, via our live-chat and via social media on Twitter/X and Facebook, and all teams are more than happy to help.

Thanks,

Tyler

Hi there, 

It took a while for me to get my phone working properly (user error) so I figured it was a me problem. 

I then went to the shop I purchased my phone from and it was after the cooling off period, they gave me a new sim to try in case that was an issue. 

I gave it a go and it is still an issue. 

I wanted to give ID the benefit of the doubt and figured it would resolve itself as id seen on forums that there were outages etc. 

Im just finding now that it is becoming increasingly more frustrating. 

Hey there ​@rebecca.jenkin, I completely understand and apologise that you’re having these issues, and of course we’d like to resolve these for you. We’d need to troubleshoot with you further first, and then raise to our technical team further if the issue persists, and we’d need to take out a thorough investigation before we can talk about an early release without penalty etc.

What’s the full postcode(s) you’re having coverage issues in mostly, and what phone do you have?

Have also tried:

1. Restarting phone?
2. Tried SIM card in another device to see if the issue persists?
3. Resetting network settings?
4. Changed between 4G and 5G manually to see if any improvement?
5. Ensured VoLTE/LTE and Wi-Fi calling are enabled?

Thanks,

Tyler

Hi Tyler

Thanks for your message. My postcode is TR27 5FH. 

The phone i have is a Samsung Galaxy S24 Ultra.

I have also tried all of the above. Wifi calling works when I'm at home but of course when I'm making calls outside of home it's very patchy. I work in the TR1 area and spend a lot of time in the TR18 area. The TR18 area is terrible for call reception and the TR1 area is patchy for Internet. 

Thanks

Becky

Hey there ​@rebecca.jenkin, sorry to hear this. Can you confirm the other full postcode(s) you have issues in, the TR1 and TR18 ones so I can investigate them also? Do you have issues in these places the most, and more than at home?

Thanks,

Tyler

The postcodes for the TR1 and TR18 areas are mot specific. I drive around those areas a lot and struggle to get the services mentioned. There's no once specific place. 

I struggle to get Internet in TR1 3RJ. But the TR18 is not specific. 

I am now out and about and have taken a screenshot. I have 4g and 2 bars of reception but am being told that there is no Internet connection. I am now tethered, again, to my husband's phone. This just isn't ideal at all. 

Hey there ​@rebecca.jenkin, sorry to hear that. Since being with us, have you tried a free replacement SIM card at all?

Thanks,

Tyler

Hi Tyler, 

As mentioned in a post within this thread, I have been supplied with a new sim card when I went back to the Curry's store I purchased the phone from. 

This hasn't resolved the issue. I have also tried the new sim card and old sim card in another phone and had the same issue. 

Hey there ​@rebecca.jenkin, my apologies I missed that. In that case, we’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link:

https://community.idmobile.co.uk/inbox/overview

Please note, this isn’t an instant messaging service, and we’ll get back to you ASAP. Please contact our live-chat if you require instantaneous responses.

Thanks,

Tyler